-- PLEASE REFER TO REFUND POLICY to learn about how we handle damaged items, lost items, or items shipped to the wrong address.
INTERNATIONAL SALES - Some countries may require additional fees or taxes to pick up a package from the US. We are not responsible for any additional costs.
Refunds and Exchanges
We ALWAYS strive to provide excellent products and great customer service. If you receive a product that is not satisfactory, we want to know about it! We will do whatever it takes to make the situation right!
CUSTOM ORDERS: All customization MUST be written in the notes once an item is purchased. If the customization is not noted in the notes during checkout and the item is delivered without the desired customization, no refund will be issued.
DAMAGED ITEM: If an item arrives damaged, please provide a picture of the damaged item, a close up of the shipping label and the box it arrived in. We will need these pictures as soon as possible to file a claim with the postal service it was sent by. Notification of damage needs to be communicated to Simply Pallets no more than 48 hours after the shipping provider has marked it delivered or no action will be taken by Simply Pallets.
Once learning of the issue AND receiving the pictures we will pay to have the item shipped back to us and a refund will be issued once it is received, or a new product will be shipped in its place 1-3 days after we receive the item.
*No refund will be provided unless these procedures are followed.
PACKAGES DID NOT ARRIVE UNTIL AFTER HOLIDAY, BIRTHDAY, ETC. Once we bring items to the post office for delivery we are not responsible for delivery times. As long as items are shipped within the window discussed through conversation or by the day designated in the listing, no refunds will be issued.
**Purchasing overnight shipping does not mean you will get an item the next day. All of our items are handmade and many are made to order. Paying for overnight, two day, or three day shipping only suggests faster delivery ONCE IT IS MADE and ready to ship. If you need something expedited, please message us prior to purchasing so we can give you a better expectation of delivery time.
ITEM SHIPPED TO WRONG ADDRESS: If the item was shipped to the wrong address because the wrong information was given to us or because the address in your saved profile was not updated, no refunds will be given. However, we will do our best to try and assist in the product getting to the correct place.
**If an item was shipped to the wrong address because of our error, we will ship out a new item to the correct address, or pay additional shipping charges.
IF AN ITEM IS LOST IN TRANSIT, we will do our best to rectify the situation, but solutions will be determined on a case by case basis. Issues may occur that we do not have control over (ex. delays in shipping, stolen item, etc.).
If a package is missing but tracking information shows it was delivered, please contact your local post office or carrier it was sent by.
EXCHANGES: If you would like to exchange an item, the exchange must occur within one week of receiving the item. We are NOT responsible for shipping charges to have the item sent back to us, but we will pay to have the new item shipped. The new item will not be shipped UNTIL the old item has been returned to us undamaged.
REFUNDS: All refunds MUST be completed within one week from receipt of item (Damaged items must follow the 48 hour policy).
Refunds may occur on a case by case basis. If the item is damaged, "damaged item" policies must be followed. If the piece was custom ordered, a refund will not be issued. If the piece is not custom but the customer no longer wants the item, the piece can be returned for a *partial refund. A refund will not be issued UNTIL we receive the item undamaged.
FOR REFUND OR EXCHANGE please mail undamaged piece to:
7711 Old Fort Sugar Hill Rd
Marion, NC 28752
**Partial refund equals the cost of the piece MINUS any initial and return shipping costs.